What is the purpose of the Knowledge Management process in ITIL?

The purpose of the Knowledge Management process in ITIL is indeed to share knowledge and information across the organization. This is crucial because knowledge management aims to create a repository of insights, experiences, and best practices that can be easily accessed by employees. By doing so, organizations can enhance decision-making, improve service delivery, and accelerate problem resolution. Knowledge management helps to minimize the need for rediscovering solutions and prevents knowledge loss when staff members leave or change roles.

This process supports not just individual incidents or requests, but comprehensively addresses the need for continuous improvement and learning within an organization. It facilitates the efficient use of documented knowledge, thereby increasing the ability to respond effectively to problems and improve service management overall.